Shawnta Roebling

• Provided technical support for hardware and software issues across diverse systems.
• Resolved user inquiries through phone, email, and in-person communication.
• Configured and installed new devices to ensure seamless user integration.
• Documented troubleshooting processes and created comprehensive user guides.
• Collaborated with IT teams to enhance service delivery and response times.
• Trained staff on software applications and system usage best practices.
• Performed maintenance and upgrades on computer systems and network equipment as needed.
• Troubleshot networking issues, including LAN and WAN connectivity problems.

Troubleshot coaxial internet connections for business customers and configured routers based on network needs.

Provisioned customer equipment according to service requests.

Handled customer inquiries and resolved concerns regarding products and services, enhancing customer satisfaction.

Gathered customer information to evaluate issues, facilitating accurate troubleshooting.

• Configured routers and implemented changes based on individual customer requests.

Installed a Cisco switch and a Cisco PoE switch for an IP-based PBX phone system.

Configured workstations with computers and required peripheral devices.

Installed and configured software according to specifications.

• Diagnosed, repaired, and maintained hardware and software components for optimal system performance.
• Served as primary IT support contact within the organization, addressing technical issues effectively.

• Modeled transport network equipment and capacity for data circuits and systems.
• Analyzed engineering specifications and diagrams to ensure compliance with standards.
• Validated circuit designs and network layouts for accuracy and efficiency.
• Managed network engineering projects throughout the development and implementation phases.
• Supported cross-functional projects by providing analytical insights and recommendations.
• Maintained accurate records of all data collected during analysis processes.
• Collaborated with cross-functional teams on projects related to analytics initiatives.
• Coordinated with leadership and engineers to complete modeling tasks effectively.
• Efficiently modeled large-scale telecommunications optical, copper, and Ethernet networks.

• Offered solutions for customers' personal electronic devices
• Provided technical support and guidance to clients in resolving their network connection problems.
• Collaborated with field technicians to troubleshoot and repair fiber optic installations.
• Built fiber services using AMS and Alcatel Lucent Equipment
• Educated customers on how to use their services and maintaining best practices
• Diagnosed and repaired telecommunications equipment for optimal performance.

• Push software and Windows 7 OS from SCCM Server
• Troubleshoot AS\400 IBM Mainframe System
• Set-up new employee iPhones and integrate to user to Outlook Exchange user profile
• Install printers from network and troubleshoot any and all issues
• Adding new employees to Active Directory by adding to existing groups or creating new groups

• Troubleshot applications to resolve user issues and enhance system functionality
• Remotely installed software and upgrades to ensure up-to-date application performance
• Microsoft Office 365 including Visio
• Utilized Jira for project tracking and issue management to streamline workflow and improve task visibility
• Proficient in all instances of Metasolv
• Operated Cisco CTC for network management and monitoring
• Planet Operate
• Network Management Systems (EMS)